Complaints Policy
Introduction
The Ministry Area Council (MAC) of the Merthyr Tydfil Ministry Area is committed to being open, honest and accountable. It will ensure that all complaints are heard and addressed in a fair, prompt, and just way.
This complaints procedure is for those who are unhappy about matters for which the MAC is responsible that have affected them. Prior to using this formal procedure the MAC encourages an informal approach to a cleric or a Churchwarden to see if the matter can be resolved in that way.
Which Sorts of Complaints Are Not Covered Under This Policy?
This complaints policy does not apply to:
Safeguarding Concerns
Any concerns relating to the safeguarding of children or vulnerable adults should be reported to the Provincial Safeguarding Officer.
If you have information about a safeguarding situation where a child or adult is in immediate danger or requires urgent medical attention, please call the emergency services now on 999, before contacting the Provincial Safeguarding Officer.
If the individual feels unable to contact the Provincial Safeguarding Officer, or the allegation
involves a Provincial Safeguarding Officer, they should follow the Church in Wales Whistleblowing (Safeguarding) guidance.
Whistleblowing
Concerns regarding perceived malpractice or serious wrongdoing should be addressed according to the Ministry Area’s Whistleblowing Policy.
Bullying or Harassment
Concerns related to bullying or harassment should be addressed according to the Church in Wales Bullying and Harassment Policy.
Employment Concerns
Members of staff wishing to raise a complaint related to their contract or conditions of employment should raise a grievance under the Ministry Area’s Grievance Procedure.
Clergy Conduct
A concern related to clergy conduct should be reported to the Bishop, in line with the Church in Wales Disciplinary Policy and Procedure of The Clergy
Though not formally covered under this policy, the MAC expects - and within its power, will ensure - that all types of complaints in this section will be heard in a manner consonant with this policy; i.e confidentially, fairly, and without fear of recrimination.
How to Make a Complaint?
Complaints should be made in writing or by email to the Ministry Area Administrator, whose contact details are at the end of this policy. The Administrator will ensure that your complaint is:
treated seriously
handled fairly without bias or discrimination
treated confidentially.
You should complain within 3 months of the event that you are complaining about. You need to set out:
your full name and address
what you think went wrong and how it has affected you including enough details to show why you are aggrieved
what (if anything) you think the MAC should do to put it right
If someone else complains on your behalf, the MAC will need written confirmation from you saying that you agree for that person to act for you.
The Administrator should immediately record receipt of a complaint in a log.
How Will My Complaint Be Dealt With?
The Administrator will write to you or send you an email to confirm receipt of your complaint within 5 working days of its receipt and arrange for it to be considered by the MAC’s Complaints Committee (consisting of the Lay Chair, Ministry Area Leader and the Ministry Area Wardens). If your complaint refers to particular individuals who are members of the Complaints Committee it will meet without them being present.
The MAC’s Complaints Committee will look fairly into your complaint, including seeking the views on the matter from any individuals, whether members of the MAC or otherwise, to which your complaint refers. The Complaints Committee may appoint one or more persons to look into the matter on its behalf but it will be the Complaints Committee that makes any decisions. The Complaints Committee and any such appointed persons will treat the matter confidentially.
The Complaints Committee may invite you to present your complaint to them. If so, you may attend with a friend or representative if you wish. The meeting should be held as informally as possible. The Chair will explain the purpose of the meeting, introduce the members and emphasise confidentiality. The meeting will be minuted by the Committee.
The Administrator will write to you with the conclusions from the MAC Complaints Committee’s review and reasons for that outcome. The Administrator will aim to respond to you in this way as soon as possible, and no longer than 6 weeks after the receipt of your complaint.
This will be the MAC’s final response to your complaint.
If you remain dissatisfied, you may wish to consider contacting the Charity Commission.
The Charity Commission can be contacted either via their website https://www.gov.uk/complain-about-charity or by writing to them at
Charity Commission First Contact
PO Box 1227
Liverpool
L69 3UG.
Contact Details
To make a complaint please contact the Ministry Area Administrator in writing. You can also contact them if you have queries about this policy, or about the process of making a complaint.
You can email them at office@merthyrtydfilministryarea.co.uk
or write to them at
Ministry Area Office,
Christ Church,
Heol S O Davies,
Merthyr Tydfil
CF48 1DR.